Customer Experience Specialist

at  Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
Our vision is to revolutionize customer experience (CX) to the same degree as our scientific innovations, aiming to consistently deliver seamless, innovative, and impactful customer experiences that match the caliber of our medicines. This drives the evolution of the LATAM Omnichannel team, integrating digital and face-to-face interactions seamlessly to swiftly identify customer engagement priorities and establish leadership in prioritized therapeutic areas.
We are looking for a passionate and detail-oriented Customer Experience (CX) Specialist to join our team in the cluster including Ecuador, Peru, Uruguay, Bolivia, and Paraguay.
The ideal candidate will be responsible for our Voice of the Customer (VoC) programme, being the Customer Centricity champion in the cluster, inspiring and guiding a cross functional VoC ambassador team, developing and executing customer experience initiatives that enhance client satisfaction and engagement across all touchpoints in our operations.
This role has two reporting relationships, first with the Omni-channel & CX Chapter Lead in the cluster, and second, via a dotted line to the Business & Customer Excellence Lead, Latam. She/he will collaborate closely with company affiliates, distributors, and external strategic partners to ensure a cohesive and effective customer experience strategy.
Setting a customer centric culture in the organization and closing the loop towards our customers who provide their feedback.
The ideal candidate should be located in Lima, Peru; but we are open to consider candidates in Montevideo, Uruguay; Quito, Ecuador; Asunción, Paraguay; or La Paz and Santa Cruz, Bolivia.
The Opportunity

This key role is essential in enabling Roche’s new voice of the customer vision in the cluster and provides opportunities to collaborate with senior Global, Latam and Local stakeholders.

• CX Strategy Execution: Design and implement comprehensive customer experience strategies that align with business objectives and improve satisfaction across the multiple markets in the cluster.
• Voice of the Customer Programs: Utilize a voice of the customer (VoC) platform such to gather customer feedback, track sentiment, and identify opportunities for enhancement of our CX performance indicators.
• Data Analysis: Analyze customer pain points, insights and feedback to drive improvements in processes, journeys, personas and in-market initiatives. Provide concrete, targeted feedback to other departments to drive improvements, and develop actionable plans based on insights.
• Collaboration with Affiliates and Partners: Work effectively with company affiliates, local distributors, and external partners to ensure alignment and consistency. Lead, facilitate and implement improvement initiatives, based on aligned priorities.
• Customer Journey Mapping: Create and maintain detailed customer journey maps and personas, to visualize and understand touchpoints and interactions, identifying pain points and areas for enhancement.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to assess the effectiveness of CX initiatives, report customer success indicators, presenting findings and recommendations to stakeholders in different settings.
• Compliance and Governance: Ensure that all customer experience initiatives are compliant with regulatory requirements and industry standards specific to the pharmaceutical sector.
• Training and Support: Provide training and support to internal teams and external partners on customer experience best practices, fostering a customer-centric culture.

Who You Are:

• Bachelor’s degree in Customer Experience, Business, Marketing, Life Sciences, or a related field; advanced degree and/or a lifelong learning approach (e.g.: CX, Design Thinking, Digital, Project Management, Leadership, etc..)
• Minimum of 3 years of working experience in the pharmaceutical, or other non-related but regulated industries in Customer Management Experience roles in Latin America.
• Spanish and advanced English language proficiency.
• Proficiency with voice of the customer platforms (such as Qualtrics or Medallia), familiarity with data analysis and market research techniques.
• Strong understanding of customer experience principles, measurement and methodologies, ideally within regulated environments.
• Proven ability to collaborate with cross-functional teams and external partners.
• Excellent out-of-the-box thinking and analytical skills, with the ability to translate complex data into clear, actionable insights, storytelling and influence a more customer-centric culture.

Skills & Competencies:

• Accountable ownership: You orchestrate people, structures and processes to accelerate the localization and measurement of the VoC Program, to deliver and exceptional and sustainable customer experience.
• Customer-centricity: Curious but agnostic, excited about untapping opportunities. With the desire to discover, prioritize and apply insights focused on customer knowledge and continuous improvement.
• Empathy: Genuine ability to understand and share the feelings of both internal and external customers, demonstrating a commitment to addressing their needs and concerns.
• Attention to Detail: Strong focus on accuracy and detail when analyzing data and leading the VoC plan execution in the cluster.
• Project Management: Results and detail-oriented, highly organized, with multitasking capabilities.
• Interpersonal Skills: Ability to build strong relationships with internal and external stakeholders, with a focus on co-creation, collaboration and teamwork in a hybrid/remote work setting. Strong desire to learn and grow continuously.
• Problem-Solving: Proactive attitude toward identifying challenges and developing innovative solutions to improve the customer experience.
• Flexibility: Agile mindset, comfortable working in a fast-paced environment and staying nimble enough to constantly adapt to changing cultures, realities, priorities and business needs.
• Communication: Solid verbal/written communication and presentation skills to convey complex but relevant storytelling ideas, clearly and effectively to diverse audiences.

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional growth and development in a global healthcare organization
• A dynamic and inclusive workplace culture
• The chance to make a meaningful impact on patient health across multiple countries in Latin America

Note: Relocation benefits are not available for this job posting.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

• CX Strategy Execution: Design and implement comprehensive customer experience strategies that align with business objectives and improve satisfaction across the multiple markets in the cluster.
• Voice of the Customer Programs: Utilize a voice of the customer (VoC) platform such to gather customer feedback, track sentiment, and identify opportunities for enhancement of our CX performance indicators.
• Data Analysis: Analyze customer pain points, insights and feedback to drive improvements in processes, journeys, personas and in-market initiatives. Provide concrete, targeted feedback to other departments to drive improvements, and develop actionable plans based on insights.
• Collaboration with Affiliates and Partners: Work effectively with company affiliates, local distributors, and external partners to ensure alignment and consistency. Lead, facilitate and implement improvement initiatives, based on aligned priorities.
• Customer Journey Mapping: Create and maintain detailed customer journey maps and personas, to visualize and understand touchpoints and interactions, identifying pain points and areas for enhancement.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to assess the effectiveness of CX initiatives, report customer success indicators, presenting findings and recommendations to stakeholders in different settings.
• Compliance and Governance: Ensure that all customer experience initiatives are compliant with regulatory requirements and industry standards specific to the pharmaceutical sector.
• Training and Support: Provide training and support to internal teams and external partners on customer experience best practices, fostering a customer-centric culture